HelpFix a problemA customer says they didn't get notified

A customer says they didn't get notified

WhatsApp and email are best-effort nudges — helpful, but not guaranteed. The channel that never fails is the free tracking link every visitor gets. Here's how to find out why a message didn't land.

Owner & manager Where: WhatsApp / Email → Did it arrive? 2 min read

Quick answer. No one is ever left in the dark — every visitor has a free tracking link and the lobby TV. If a WhatsApp or email nudge didn't arrive, it's usually the line's message switch being off, no phone or email captured, or a best-effort delivery that didn't get through. The Did it arrive? send log tells you which.

First, the reassurance

turnda has three channels — the free tracking link and the lobby TV, which never fail, plus WhatsApp and email as best-effort extras on top. A missed WhatsApp doesn't mean a visitor was stranded. turnda does not send phone text messages at all.

Then check these

Cause	How to tell	What to do
The channel is off for this line	In Line settings → Notifications & timing, both Use WhatsApp on this line and Use email on this line have to be on for that channel to send.	Turn the channel on for this line.
No contact was captured	A nudge needs a phone number for WhatsApp, or an email address — taken from the visitor's own details. If your join page doesn't ask for it, or the visitor skipped it, there's nothing to send to.	The visitor still gets the tracking link. Ask your join page to collect the detail if you want the nudge to work.
The detail is wrong	A mistyped phone number or email address can't receive anything.	Check the detail the visitor gave when they joined.
The visitor opted out	A visitor who replied STOP shows as Opted out in the log. turnda will not message them again, on purpose.	Nothing to do — this is by design.
WhatsApp specifics	WhatsApp can pause when a location hits its monthly ceiling, when the free 24-hour chat window has closed, or when the visitor has no WhatsApp account. Nothing goes out in its place, and the guest shows as Not told — call them on the queue.	Call their name — they still have the tracking link and the lobby TV. See WhatsApp messages.
Not the right moment yet	The "you're almost up" alert fires at a set position, and reminders at a set lead time — the message may simply not be due yet.	Wait, or check the position/timing settings.

Read the send log

Did it arrive? — on the WhatsApp and Email pages — is the source of truth. It shows a 7-day count of Sent, Failed and Skipped, then recent messages with when, the type, and the result.

If a message gave up after retrying, it tells you how many so you can reach those people another way.
No visitor contact details are shown on this page — it's privacy-safe.
See Did it arrive?.

Log shows Sent, but the customer insists nothing came? That's almost always on their side — a spam folder, or a blocked business number. Point them to their tracking link, and contact support if you're still stuck.